Process framework for G2C service delivery exploring synergy amongst service delivery models

Abstract

The 2011 census of India listings show that, the urban areas in India constitute 31 % of the total population. Urbanisation brings in key demographic features like increased incomes, better health, enhanced literacy levels, expectation of improved quality of life and other benefits. The citizen profiles in the evolving urban areas call for the need for an agile and action oriented urban service provider. This role is played by Municipal Corporations, Urban Local Bodies, Development authorities which are 4000+ in the country. The recent urban service delivery initiatives are planned to be launched across 500 + locations simultaneously. The initiatives of such a scale call for a Service Delivery and Management Framework which is replicable by all ULBs as per their requirement. The research documented herein explores the same. The research methodology has been structured along 4C approach i.e. Connect, Collect, Collaborate and Create. The activities carried in 4C phases during the course of the study were , identification of information sources, references (Connect and Collect phases), the analysis has been carried as part of Collaborate phase, to establish the potential framework components, with due validations through processes followed in service delivery. The progressive inferences were also put for peer review through papers published at different forums. The analysis brings out need for interdepartmental information exchange. A concept is put forward in this research referred to as a circle of trust for effective information exchange. It facilitates replication of the end user, infrastructure information across service providers and in turn provides a single identity per user across departmental boundaries there by forming a circle of trust. The central repository referred as CIDB in analysis is potential element to facilitate this exchange and comes out as a transformation parameter for service delivery along with, central service help desk, concept of a service catalogue and a standard process approach.